Hi There,
I'd like to be able to create a view of tickets that are 30 minutes from breaching their SLA first response date/time. I realise with the SLA policy I can set an email reminder to be sent but our agents don't regularly refer to their email so theses reminders go unnoticed. Can anyone help me with a way I could tag tickets or maybe update a field on a ticket 30 minutes before it breaches?
I have thought of using a supervisor rule with a negative time eg "first response due time" is -0.5 but this doesn't really work as the rules only run every hour so we may miss some.
Hoping someone has a better idea.
